Senior Customer Support Trainer | HYBRID Aurora, IL

Who we are 

 

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. 

 

Aurora, IL | HYBRID 

 

Sr. Customer Success Trainer 

 

The purpose of this job is to support the onboarding and continuous training needs of new managers and leadership and will be responsible for training teams that sit on strategic accounts such as large retail and national accounts, order management team, billings and customer experience. 

 

Responsibilities:  

• Define the strategy and implement the approach to providing all aspects of the onboarding process/training for large retail and national accounts, order management billing and customer experience  

• Responsible for training program for new managers/leaders 

• Proactively identify training needs and mentoring/coaching opportunities and implement strategic solutions to those needs. 

• Identify, support, and lead continuous improvement opportunities. 

• Track and report on all relevant training KPIs with call quality program 

• Coordinate and participate in cross-functional training opportunities to identify and resolve large scale training needs. 

• Manage call quality listen to calls of new hires and coach and mentor for additional training support with call scoring 

• Partner with leadership to identify and solve individual and department training opportunities and related needs. 

• Create, revise, and manage all relevant documentation (e.g. work instructions, for teams being supported. 

• Update job knowledge by tracking and understanding emerging training practices and standards; participating in educational opportunities and reading professional publications. 

• Enhances department and organization reputation by exploring opportunities to add value; creating a service center which is automated, interactive, customized, and integrated. 

• Participate in various Customer Success activities as required by the organization. 

 

 

 More about you:  

• 2+ years of customer service experience 

• 2+ years of experience conducting training/OJT, coaching, and/or mentoring. 

• 2+ years of experience of key accounts 

• 2+ years SAP experience 

• Working knowledge of Operations processes 

 

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova 

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you!  

 

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact mailto:wholesale.HR@sonova.com  

 

 What we offer: 

• Medical, dental and vision coverage* 

• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts 

• TeleHealth options 

• 401k plan with company match* 

• Company paid life/ad&d insurance 

• Additional supplemental life/ad&d coverage available 

• Company paid Short/Long-Term Disability coverage (STD/LTD) 

• STD LTD Buy-ups available 

• Accident/Hospital Indemnity coverage 

• Legal/ID Theft Assistance 

• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*  

• Paid parental bonding leave  

• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) 

• Robust Internal Career Gr